Lucent Technologies Centrevu Advocate Release 8 User Guide

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-3
Switch 
Administration
6
Several items must be administered on the switch administration forms 
for this business solution to work. See Chapter 11, “Administer 
CentreVu® Advocate on DEFINITY® ECS” for more information on switch 
administration. Before administering the solution on the 
DEFINITY 
switch, determine what value the thresholds should be to minimize 
abandons for each skill by setting up and viewing call profiles. The 
average times to abandon will be used as a basis for setting the level 1 
and level 2 thresholds for the Platinum skill. See Reports
 and Modified 
Reports in this chapter.
Customer Options 6On the System Parameters Customer Options form, set the following 
fields:
lCentreVu Advocate? must be set to Y.
lExpert Agent Selection (EAS)? must be set to Y.
Features6On the System Parameters Features form, set the following field:
lService Level Supervisor Call Selection Override 
should be set to Y (the default with Service Level Supervisor).
Hunt Group 6On the Hunt Group form, set the following parameters:
lEnter the skill number on the command line.
lTo use Service Level Supervisor, the Skill? field must be set to Y.
lOn page 2, set the Service Level Supervisor? field to Y.
lService Level Supervisor Call Selection Override 
should be set to Y (the default with Service Level Supervisor) or N.
lOn page 2, set the Level 1 Threshold (sec): field to 20 
(seconds). Set the Level 2 Threshold (sec): field to 35 
(seconds).
  
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-4
CentreVu 
Supervisor 
Administration
6
Agents need to have their call handling preferences administered, and 
need to be assigned to the skills Platinum, Gold, and Regular based on 
their expertise. New Agent Login IDs must be administered on the 
DEFINITY Enterprise Communications Server (ECS) Hunt Group form, 
on page 3, AGENT LOGIN ID (see Chapter 11, “Administer 
CentreVu® 
Advocate on 
DEFINITY® ECS” for more information). Existing agent login 
IDs can have this administered using the following procedure.
Change Agent 
Skills Dialog Box 
6
On the Change Agent Skills dialog box, shown below, set an agent’s call 
handling preference with Service Objective.
To administer an agent’s call handling preference, use the following 
steps.
1. Select Com
mands from the CentreVu Supervisor Controller.
2. Select A
gent Administration.
3. Select the Automatic Call Distribution (ACD) by entering the ACD in 
the text box or selecting an ACD from the drop-down history list.
4. Select Change Agent Skills on the Operations tab.
5. Select OK. The Select Agent/Template dialog box will display.
6. Select an agent by entering the agent’s name in the text box, using 
the drop-down history list or using the history button.
7. Select OK. The following Change Agent Skills dialog box will display 
with the selected agent’s information shown in the title bar. The 
Assigned Skills grid will display on the dialog box. 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-5
8. Select the Call Handling Preference: field if desired and administer 
a chosen call handling preference for the agent.
9. Select the Service Objective check box.
10. Select Add Skills.
11. Add the Platinum, Gold, and Regular skills for the agent based on 
the agent’s expertise. The Assigned Skills grid will display. Set the 
agent’s skill level for each assigned skill.
a. If the agent is to have the Platinum skill as their highest level 
skill, set that skill level to 1, and the Gold skill to a lower level 
(such as 3). Assign these agents to the Regular skill as reserve 
2 (R2).
b. For those agents who have the Gold skill as their highest level 
skill, set the Gold skill to 1, the Regular skill to reserve1 (R1), 
and the Platinum skill to a lower skill level, such as 3, 
depending on their expertise with Platinum callers.
c. For agents who have the Regular skill as their highest level 
skill, set the Regular skill to 1, the Gold skill to a lower level, 
and the Platinum skill to R1 or R2, depending on their expertise 
with Platinum callers. Note that Regular skill agents will rarely 
be called on to assist the Platinum skill, making R2 or no skill 
assignment the better choice. 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-6
12. Select OK on the Add Skills dialog box and select OK on the 
Change Agent Skills dialog box to accept the assignment.
Options6If you have several agents that need to have the same assigned skills 
and skill levels, use the Agent Template options on the Change Agent 
Skills form to use the information for another agent.
1.Using procedures in the Chapter 6, “Agent Administration,” of the 
CentreVu® CMS R3V8 Administration document (585-210-910), 
define an agent template with the skill profiles you wish to apply to a 
group of agents .
2. Select the agent template in the Select Agent/Template dialog box. 
The Change Agent Skills dialog box will display with the skill profiles 
for that template displayed.
3. Select the Agent Name(s)/Login ID(s) check box and enter up to 
50 agents in the agent field or select up to 50 agents using the drop-
down list or Browse dialog box.
4. Select OK. 
CentreVu Supervisor will buffer the change agent skills requests and 
send them to the switch one at a time. A status dialog box will 
display with the status of each agent request.
Split/Skill Call 
Profile Setup 
Dialog Box
6
Use the Split/Skill Call Profile Setup dialog box to specify an acceptable 
service level for calls to wait in queue before being answered and to 
define the service level increments for splits/skills. The Split/Skill Call 
Profile Setup dialog box is accessible from the Com
mands Controller 
item, under C
all Center Administration. 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Implementation6-7
Field Descriptions6Use the following table for existing split/skill Acceptable Service Level 
administration. New splits/skills must be initially administered on the Hunt 
Group form. 
If the information on the Split/Skill Call Profile Setup Dialog Box is 
changed through 
CentreVu Supervisor, it must also be changed on the 
DEFINITY forms. See Chapter 11, “Administer CentreVu® Advocate on 
DEFINITY® ECS” for more information.
NOTE:
Field Use
Split(s)/Skill(s):Enter the split or skill number(s) or name(s) (must be 
previously assigned in the Dictionary subsystem) you are 
searching for or modifying.
Acceptable service level: 
(Required entry)Enter the number of seconds that it is acceptable for an 
ACD call to wait before connecting to an agent.
Service level increments 
(seconds): (Required entry)Enter a progressively greater number of seconds in each 
“to” field. The seconds before and after each word “to” 
define an increment in seconds of wait time. For 
example,”0 to 5 to 10 to 25...” means 0-5, 6-10, and 11-
25, and so on. Each of the nine increments can vary in 
length (for example, 0 to 15, 16 to 20, 21 to 26, 27 to 38, 
39 to 43, and so on). Each increment represents a 
progressively longer wait time for the call and is used for 
both answered and abandoned calls.
To get finer detail regarding when most callers abandon 
from the skill, use smaller time increments in the Service 
Level Increments fields around the average time to 
abandon. For example, if the average time to abandon is 
40 seconds for a particular skill, the Service Level 
Increments field setting might be (in seconds): 0, 5,15, 
25, 35, 38, 40, 42, 45, 55, and so on. 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-8
Verifying the Solution Through Reports6
In order to verify that this solution is working as implemented, you will 
need to verify that reserve 1, reserve 2, and flex agents are being 
activated on the skill as needed. The best way to do this is to generate 
real-time agent work state or status reports both before and after the 
solution is implemented to verify its effectiveness. The information 
regarding call profiles received through generating reports before the 
solution is implemented can be used to determine threshold levels for the 
Platinum skill based on the average time to abandon and the oldest call 
waiting in that skill. The call profiles and preferences should be reviewed 
for each skill using the following parameters: acceptable service level, 
percent in service level, comparable volumes of ACD calls, number of 
abandons, and so on. 
You should look at reports that have comparable call and staff volume 
before and after implementation to determine that the solution is working.
When generating any report, select a day or interval when there were a 
large number of abandoned calls and view the resulting profiles for the 
Platinum skill. Set the Service Level Supervisor thresholds about ten 
seconds below the point in the skill profile at which the calls should be 
answered. Compare profiles for all VDNs that are served by the Platinum 
skill. If one VDN has a substantially different profile, use a separate skill 
to minimize abandons.
Reports6The results of implementing this solution can be seen in any of the Agent 
Reports. The Agent Reports include information on agent extensions and 
logins, agent work states, and agent roles (Top, Reserve1 or 2, Flex, and 
so on). The most relevant reports to this solution are listed here:
lReal-Time Graphical Staffing Profile Report
lReal-Time Graphical Active Agents Report
lDrill-Down Graphical Auxiliary (AUX) Reserve1 Agent Report 
lDrill-Down Graphical Auxiliary (AUX) Reserve2 Agent Report
lReal-Time Multi-ACD Top Agent Report (if using Skill Level call 
handling preference).
NOTE: 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-9
Modified Reports6Several existing CentreVu Supervisor reports have been modified to 
support the 
CentreVu Advocate feature. Those reports are listed in 
Modified Reports
 section in this chapter, along with the report fields that 
will demonstrate the results of automatically moving agents.
Drill-Down Reports6If you use a customer-created drill-down report to view information 
related to 
CentreVu Advocate and that report uses Location ID as an 
input field, a completely new drill-down report will display. This report will 
differ from the current set of drill-down reports and will include agent 
location ID as a report field.
Additional 
Information
6
These reports are fully documented in the CentreVu® Supervisor  Version 
8 Reports
 document (585-210-929). They are summarized as they relate 
to 
CentreVu Advocate in this chapter. See the Reports document for 
more information on Real-Time, Historical, and Integrated reports.
Database Items and 
Calculations
6
New database items and calculations for CentreVu Advocate, along with 
modified, existing database items, are described in Chapter 13, 
“
CentreVu® Advocate Database Items and Calculations.” Existing 
database items and calculations are described in the 
CentreVu CMS 
R3V8 Database Items and Calculations 
(585-210-939) document.
Real-Time 
Graphical 
Staffing Profile 
Report
6
This report is available only for customers who have DEFINITY ECS R6 
or later switches with Expert Agent Selection (EAS) and have purchased 
CentreVu Advocate. It shows the types of agents staffing a specified skill.
If 
CentreVu Advocate is not activated, the fields of the report which 
pertain to 
CentreVu Advocate will not be populated.
Things to Know for 
CentreVu Advocate6
Here are some things you need to know about this report.
lYou can access this report from the Real-Time Split/Skill Category 
selector menu.
lCall center supervisors can use this report to see how many agents 
are active, in Other or in auxiliary work (AUX). This report will also 
show the supervisor what type of agents are in those fields.
lThis report has four charts, with the following information:
— The upper left quadrant chart shows Top agents staffed, active, 
in AUX, and in Other for the specified skill.
— The upper right quadrant chart shows Flex agents staffed, 
active, in AUX, and in Other for the specified skill. 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-10
— The lower right quadrant chart shows Reserve2 agents staffed, 
active, in AUX, and in Other for the specified skill.
— The lower left quadrant chart shows Reserve1 agents staffed, 
active, in AUX, and in Other for the specified skill.
lThe database items used for the Graphical Staffing Profile Report 
are stored in the csplit table.
lYou can change this report with Report Designer to display agents 
who are available (AVAIL).
lThe chart type can be changed. See the CentreVu® Supervisor 
Version 8 Reports 
document (585-210-929) for more information. 
Input Fields6The following table describes the input fields on the real-time Graphical 
Staffing Profile report input window. You must fill in the report input 
window to run the report.
Item Description
Split/Skill:Fill in the Skill input name or number for 
which you want to run the report. You can 
enter a skill name only if the name has 
been defined in the Dictionary.
Refresh Every  
SecondsEnter the number of seconds (3 to 600) to 
specify how rapidly 
CentreVu CMS should 
update the report data.
The default for the Refresh Every  
Seconds: field in this window is your 
assigned minimum refresh rate plus 15 
seconds. To find out what your minimum 
refresh rate is, or to change it, check with 
your 
CentreVu CMS administrator.
Enable Report 
ThresholdsCheck the Enable Report Thresholds 
option to start the report with report 
thresholds running. Uncheck the option if 
you do not want to run report thresholds.
Run MinimizedCheck the Run Minimized option to run the 
report in a minimized window. Uncheck 
the option to run the report at full size. 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-11
Report Example6The following report is an example of a Graphical Staffing Profile report.
Report Description6The following table describes the report fields. 
Report Heading DescriptionDatabase Item/ 
Calculation, Table Name
Split/Skill:The name or number of the skill (up to 20 
characters) that is selected for this report. syn(SPLIT)
Skill StateThe current state of this skill, compared to the 
administered thresholds.
Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.syn(SKSTATE) 
						

							  Call Center Solution: Automate Agent Moves CentreVu® Advocate Release 8 User Guide
Verifying the Solution Through Reports6-12
Top Agents 
(AUX)The number of top agents logged into the skill who 
are in the AUX work mode. This includes agents on 
AUXIN/AUXOUT calls. Available on Generic 3 and 
Generic 2.2 switches with the EAS feature for top 
skills. However, “top” database items are only 
significant for Generic 3 switches and the ECS with 
EAS.
TINAUX includes TINAUX0, TINAUX1-9, 
TONACDAUXOUT, TONAUXIN, and TONAUXOUT.TINAUX
Top Agents 
(Other)The number of top agents that are doing other work. 
Agents are logged into multiple splits/skills and doing 
work for a skill other than this one (on an ACD call or 
in after call work (ACW), or ACD calls ringing). For 
Generic 3, while in Auto-in or Manual-in mode; the 
agent put any call on hold and has performed no 
further action; the agent is on a direct agent call or in 
ACW for a direct agent call; the agent is dialing to 
place a call or to activate a feature; an extension call 
or a direct agent ACD call is ringing with no other 
activity.
For Generic 3 EAS with multiple call handling, 
agents are available for other, multiple call handling, 
skills.TOTHER
Top Agents 
(Other)
(contd)Agent POSITIONS will show up in TOTHER directly 
after the link to the switch comes up and directly 
after the agents log in before the 
CentreVu CMS is 
notified of the agent’s work state.
Available with Generic 3 and Generic 2.2 switches 
with the EAS feature. However, “top” database items 
are only significant for Generic 3 switches and the 
ECS with EAS.
TOTHER includes TDA_INACW and TDA_ONACD.TOTHER
Top Agents 
(Active)The number of top agents logged into the skill, who 
are on inbound and outbound ACD calls, plus the 
number of top agents who are in ACW for ACD calls, 
plus the number of top agents who have ACD calls 
ringing and are not doing anything else.(TONACD + TINACW + 
TAGINRING)
Flex Agents 
(AUX)The number of flex agents in AUX.
Requires 
DEFINITY ECS R6 or later with CentreVu 
Advocate.FINAUX Report Heading DescriptionDatabase Item/ 
Calculation, Table Name